Abstract

This study aims to analyze and describe the direct and indirect effects
between service quality, the price of tickets to the loyalty through customer
satisfaction rail transport service users Harina.
The population is Harina train users who have several times use the
services of KA. Harina in the Region IV Operation Semarang. While the sample is
to train service users Harina Local area IV Semarang Operation of 125
respondents, with retrieval techniques sample used was purposive sampling. The
analysis used in this research is Part Analysis Method, where previous test
validity, reliability and classical assumptions.
Based on calculations indicate that the variables of service quality to
customer satisfaction is significant. Based on calculations indicate that the
variable ticket prices to consumer satifaction is significant. Consumer satisfaction
can be an intervening variable between service quality and loyalty of consumers.
Consumer satisfaction can be an intervening variable between the price of tickets
to the loyalty of consumers. Based on the results of test show that the variable of
consumer satisfaction on customer loyalty is significant. Adjusted R square of
0,860 showed that 86 percent of the variance or consumer loyalty is explained by
the independent variables and intervening variables in the regression equation.
While the other 14 percent is explained by other variables not examined in this
study.